Amazon Connect Support Engineer

Miratech Group; Texas City, Northern (TX, KY); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Health insurance

Language courses

Relocation program

Work From Anywhere culture

Growth opportunities

Job summary

Miratech in the United States is seeking an Amazon Connect Support Engineer to maintain AWS-based CCaaS and contact center environments, ensuring high availability and reliability. You will monitor, troubleshoot, and resolve production issues using observability tools.

Collaborate with developers and platform owners, develop CloudWatch dashboards, and work with vendors to enhance monitoring. This remote role offers exposure to multiple CCaaS platforms in a modern enterprise setting and

Qualifications

• 4+ years of IT experience with strong exposure to CCaaS environments.
• Solid experience in contact center observability, monitoring, and troubleshooting production systems.
• 2+ years hands-on experience with monitoring tools such as Splunk and CloudWatch.
• Practical AWS cloud experience, including Lambda, Amazon Connect, and ALBs.

Responsibilities

• Design, develop, and enhance proactive monitoring for the AWS Connect CCaaS platform to ensure reliability.
• Collaborate with developers, architects, and platform owners to enforce logging standards and monitoring best practices.
• Develop end-to-end interaction flows using Splunk to strengthen monitoring and diagnostics.
• Troubleshoot production issues, perform root cause analysis, and implement corrective actions to minimize downtime.
• Work with vendor partners to drive operational improvements and enhance monitoring frameworks.
• Develop and maintain CloudWatch dashboards to ensure redundancy and visibility.

Skills

CCaaS experience

AWS / Cloud

Observability

Communication & teamwork

Tools

Splunk

CloudWatch

Zabbix

AWS Lambda

Amazon Connect

Job description

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization, and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.
Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

Job Description

We are looking for an Amazon Connect Support Engineerwho will be responsible for supporting and maintaining AWS-based CCaaS and contact center environments to ensure high availability and system reliability. The role focuses on monitoring, troubleshooting, and resolving production issues using observability tools such as Splunk and Zabbix.

This role offers the opportunity to develop broad expertise across multiple leading CCaaS platforms in a modern enterprise contact center environment.

Responsibilities

• Design, develop, and enhance proactive monitoring capabilities for the AWS Connect CCaaS platform to ensure system reliability and operational excellence.
• Collaborate closely with developers, architects, and platform owners to enforce logging standards and monitoring best practices that enable effective troubleshooting and observability.
• Participate in application design sessions and develop end-to-end interaction flows using Splunk to strengthen monitoring and diagnostics capabilities.
• Troubleshoot production issues, perform root cause analysis, and implement corrective actions to minimize system downtime and service disruptions.
• Work with vendor partners to drive operational improvements and enhance monitoring frameworks across the platform.
• Develop and maintain CloudWatch dashboards as a complementary monitoring solution to ensure redundancy and visibility.

Qualifications

• 4+ years of overall IT experience with strong exposure to CCaaS environments.
• Solid experience in contact center observability, monitoring, and troubleshooting of production systems.
• 2+ years of hands-on experience with monitoring tools such asSplunk and CloudWatch.
• Practical AWS cloud experience, includingLambda, Amazon Connect, Application Load Balancers (ALBs).
• Excellent communication and teamwork skills with the ability to collaborate across technical teams.

Nice To Have

• Experience with NICE CXone and/or Genesys Cloud/Genesys Engage contact center platforms
• Experience with monitoring and observability tools such as Zabbix

We offer:

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values: join oursustainable business practicesfocused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

*Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

Additional Information

All your information will be kept confidential according to EEO guidelines.